JOB DETAILS:

Job Summary:

The Customer Relations Officer is responsible for maintaining positive relationships with customers by addressing inquiries, resolving complaints, and ensuring a high level of customer satisfaction. This role involves proactive communication, problem-solving, and collaboration with internal teams to enhance the overall customer experience.

Key Responsibilities:

1. Customer Support & Issue Resolution:
   • Respond promptly and professionally to customer inquiries via phone, email, chat, or in person.
   • Handle and resolve customer complaints efficiently, escalating complex issues when necessary.
   • Provide accurate information about products, services, and company policies.
2. Relationship Management:
   • • Build and maintain strong, long-term customer relationships through excellent service.
     • Follow up with customers to ensure satisfaction and gather feedback.
     • Identify opportunities to upsell or cross-sell products/services where appropriate.
3. Documentation & Reporting:
   • Maintain detailed records of customer interactions, transactions, and feedback in the CRM system.
   • Prepare reports on customer concerns, trends, and satisfaction levels for management review.
4. Collaboration & Process Improvement:
   • Work closely with sales, marketing, and operations teams to address customer needs.
   • Suggest improvements to customer service processes based on feedback and data analysis.
5. Compliance & Quality Assurance:
   • Ensure all customer interactions comply with company policies and industry regulations.
   • Participate in training sessions to stay updated on product knowledge and service standards.

Qualifications & Skills:

• Education: High school diploma required; Bachelor’s degree in Business, Communications, or related field preferred.
• Experience: 2+ years in customer service, client relations, or a similar role.
• Skills:
  • Excellent verbal and written communication.
  • Strong problem-solving and conflict-resolution abilities.
  • Proficiency in CRM software (e.g., Salesforce, Zendesk) and MS Office.
  • Empathy, patience, and a customer-first mindset.
  • Ability to multitask and work under pressure.